Differences in Public Service Quality on the City Government and the Authority of Batam

What is it about?

As a free trade zone, Batam is special in the sense of its dualism in the bureaucratic process that sometimes overlapped between two government agencies that is the city government of Batam and the Free Trade Zone Authority of Batam. This dualism may lead to poor public perceptions of quality services. Thus, this study is to prove: 1) whether the public really perceives a poor quality of public services of the city government of Batam and the Free Trade Zone Authority of Batam, and 2) if there is a significant difference on how the public perceives the quality of public services of the city government of Batam and that of the Free Trade Zone Authority of Batam. This research is a comparative study. The research was conducted in the city of Batam and the population in this study is the community scattered in 12 districts in the city of Batam. As many as 120 respondents were chosen using quota sampling. The author found out that: 1) the public perception over the variables of quality of service to the City Government and the Authority of Batam is generally good, neither poor nor great, and 2) there is a significant difference in the perception of the public on the variable quality of service on the Batam City Government and the Authority of Batam where the public perceives that the Authority of Batam delivers better services than the Batam City Government.

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Photo by nizar kauzar on Unsplash

Photo by nizar kauzar on Unsplash